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Problem with cap while away from UK

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Hi folks

Arrived in Canada and switched phone on. I have a data eSIM which is working fine but when I went to make an ordinary call [minutes after turning on] a message says I have exceeded the cap and £25 has been charged to my account. I haven’t even made a call yet! I expected to be charged but how can this be right?

Any ideas folks?

iD Mobile Employee

Hi @Lakepipe,

We're sorry to hear about the confusion.

From what you've described, it sounds like you've already reached your bill cap. Having a data eSIM won't cover calls made using your iD Mobile SIM, as those are charged separately.

The current roaming call charges in Canada are:

Calls to the UK: £6.00 per minute
Calls to Canadian numbers: £6.00 per minute
Receiving calls: £1.50 per minute

If your bill cap has already been reached, you won't be able to make chargeable calls until it's increased.

If you'd like to continue making calls using your iD Mobile SIM, you'll need to increase your bill cap in the iD Mobile app or My Account online.

Regards,

Gemma M

The iD Mobile Social Media Team

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iD Mobile Employee

Hi @Lakepipe,

Please confirm if the above provided information was useful?

Thanks,
Hosai

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